IT Helpdesk Customer Service
Resume:
Joshua Bush
East Lansing, MI 48823
OBJECTIVE
Seeking a Tier 1 IT Help Desk position where I can use my skills to assist my employer in quality customer service.
CERTIFICATES / LICENSES
●A+
●Net+
●Security+ expired
●MCTS Windows 70-680 Configuring Certified
●Computer Peripheral and Servicing/ Repair Certification MCTI
●Copier Fundamental Servicing Certification MCTI
●Cabling Certification MCTI
●SCS Team Member Certification - Peckham Supply Chain
SKILLS AND ABILITIES
Computer Skills and Knowledge
●Familiar with Microsoft Office Su ite: Microsoft Word, Access, PowerPoint, Excel, and Outlook
●Able to install and set-up RAM, Hard Drives, CPUs, CD-ROMs, Drivers, Operating systems, and Motherboards
Basic Electronic Skills and Knowledge
●Familiar with power supplies, circuitry, and microprocessors
●Able to read and interpret service manuals, schematics, and diagrams
●Experienced in the operation of digital multimeters, logic probes, oscilloscopes, and DC voltage regulators
Servicing Training
●PC Computers: Dell OptiPlex GX1, OptiPlex GX+, and OptiPlex GX110
●Printers: HP LaserJet 5000N, HP Officejet t45 series, Dell A920, Dell 922, and Brother HL-5140
●Copiers: Sharp AR-287 and AL-1551CS
●Trained in customer service, telephone etiquette, and taking work orders, and improving the speed and efficiency of customers computers.
EMPLOYMENT HISTORY
Supply Chain Kitting Material Handler Peckham Lansing, MI 08/2018 - Present
●Used Radio Frequency Stock Locator to locate Stock needed to fill orders daily.
●Placed labels on the boxes of the product requested and took them to the shipping table to be shipped.
●Worked with Supervisor to meet performance standards daily.
●Manually loaded and unloaded trucks.
●Cycle counted locations in the Warehouse to the correct number of products.
●Assisted with training coworkers as needed.
National Passport Information Center Peckham Lansing, MI 05/2017-07/2018
Customer Service Representative
●Provided knowledgeable responses to telephone inquiries in a courteous and professional manner.
●Used databases and written materials to look up and provide information to telephone inquiries.
●Demonstrated ability to communicate effectively with a wide variety of people in a professional manner.
●Got promoted from knowledge base to Applicant line.
EMPLOYMENT HISTORY CONTINUED
DLA Enterprise Help Desk Peckham Tier 1 IT Help desk Customer Service Representative
Lansing, MI 08/2012-05/2017
●Worked on over 5,000 incidents, gained an understanding of DLA applications and procedures, in and achieved First Call Resolution and Quality Assurance scores at or above the team average. Installed and configured software on end user computers.
●Resolved incidents involving printers not printing by restarting the print spooler, restarting the printers or restarting the label printers using Government off the shelf software.
●Showed initiative by resolving report an issue incidents and updating the DISA ticketing system status spreadsheet.
●Prioritized workload by handling calls as first priority and then worked on the report an issue tickets and or TFB in order of the selected priority shown in the ticket and worked on some requests by email.
●Correctly categorized tickets and assigned them to the appropriate group when escalation is needed, adding detailed notes to tickets explaining what problem the user is having and selecting the correct priority and urgency levels for the incident.
●Worked overtime when it was available both after work and on Saturday and Sunday on the weekends.
Department of Technology Management and Budget
Client Service Center State of Michigan Intern
Lansing, MI 04/2012 - 08/2012
●Went through an extensive training program to learn all aspects of the DTMB help desk, including Service Desk functions such as password resets and providing phone numbers to the customer as needed.
●Worked on the Incident Management Team doing password resets, software installs and add/remove/move change request forms.
●Received a substantial number of kudos from customers
●Resolved over 1,100 incidents.
National Passport Information Center Peckham, Lansing, MI
Customer Service Representative
03/2011- 04/2012
●Provided knowledgeable responses to telephone inquiries in a courteous and professional manner.
●Used databases and written materials to look up and provide information to telephone inquiries.
●Demonstrated ability to communicate effectively with a wide variety of people in a professional manner.
●Met call time and quality assurance standards
●Above average attendance
EDUCATION
Vocational Certificate (2009-2011) - Office Automation GPA 3.29/4.0
Michigan Career and Technical Institute, Plainwell, MI
General Education Courses GPA 2.37
Western Michigan University, Kalamazoo, MI
Information Technology Courses GPA 3.5
Baker College, Auburn Hills, MI
Computer Information Systems GPA 3.15
Oakland Community College, Farmington Hills, MI
HONORS AND ACTIVITIES
●Highest First Call Resolution for a month while working in the DLA Enterprise Help desk
●Highest average Quality Assurance score on team for a month while working in the National Passport Information Center
●Internship at Goodwill: installation/set-up of laptops and network configuration -2010
●Perfect Attendance Award MCTI - 2010
●Dean's List at Baker College - 2006
●Perfect Attendance at Peckham during the month of June 2020 as a Supply Chain Kitting Material Handler.
REFERENCES
Sandra Dix-Pikart
Departmental Specialist/Business Services Office Automation
Michigan Career and Technical Institute
11611 West Pine Lake Road
Plainwell, MI 49080
Phone:269-***-****
Al Jackson Office Automation Instructor
Michigan Career and Technical Institute
11611 West Pine Lake Road
Plainwell, MI 49080
Phone:269-***-****
Joni Koslowski, Manager
DTMB Client Service Center
Service Desk Grand Tower 235
South Grand Ave. 48933 Lansing, MI
Phone: 517-***-****
Katie Ziccarelli
Vocational Service Specialist
2511 N. Martin Luther King Jr. Blvd.
Lansing, MI 48906
Phone:517-***-****
Kassidee Yahsha
Vocational Service Specialist
5408 W. Grand River Ave,
Lansing, MI 48906
Phone:517-***-****
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